Travel & Hospitality

In travel and hospitality, customer experience is shaped in real time and remembered for a lifetime.

Smile.CX is the live coordination platform that gives travel brands operational clarity in moments that matter. with real-time CX monitoring, human-over-loop logic, and agent co-pilot memory, it ensures service stays connected, empathetic, and in control even under pressure.

Proven impact across 4.500 clients

50%

of chats automated with AI

1 mln

chats handled monthly

10.000

emails automatically sorted and handled 24/7 by the AI

Read our customer stories

What slows CX in Travel & Hospitality today

Fragmented ecosystems create invisible blind spots

Airlines, hotels, OTAs, and transport operators run separate systems. Guests navigate delays or rebookings across these silos with no shared service logic. Responsibility is diluted, and resolution stalls.

Demand surges overwhelm fixed workflows

Weather, strikes, or mass cancellations trigger volume spikes that traditional service flows can't absorb. Without adaptive orchestration, triage bottlenecks cascade into stranded passengers and negative reviews.

Loyalty systems break under pressure

Disrupted travelers are met with tone-deaf automation or generic scripts. without context-aware recovery flows, loyalty decline at the exact moment it should deepen.

Physical and digital layers don’t connect

Often what's confirmed in-app isn’t visible to front-desk staff. What the kiosk says doesn’t match the agent’s screen. Service logic splinters between systems and teams, confusing guests and undermining trust.

Where Smile.CX helps

Smile.CX keeps high-stakes guest operations coherent, empathetic, and fast under any circumstances.

Empowers human-over-loop control

Agents can override automation at any point when nuance, trust, or tone demand it.
Monitors CX KPIs in real time

Flags SLA risks, backlog build-up, or queue surges so ops leaders act before breakdowns hit the guest.
Enables agents to manage multiple guest flows at once - peak demand can be faced with same headcount

Co-pilot provides real-time summaries so agents can rejoin conversations previously handled by AI without losing context.
Makes recovery feel human, not scripted

Co-pilot suggests tone-aligned actions based on guest profile, context, and urgency. Preserving empathy at scale.
Calibrates automation to emotional context

Suppresses irrelevant messages and surfaces care logic when guests face high-stakes disruptions.
Routes loyalty guests into care-first flows

Prioritizes human-led recovery over generic scripts when brand trust is on the line.
Builds auditability into every service move

All agent and AI actions logged, traceable, and explainable, especially during disputes or compensation decisions.

Built to move metrics that matter

Where
performance lifts

Recovery conversion post-disruption
Retention after service failure
First-contact resolution during peak

Where
friction drops

Cost-to-serve
Operational cost
Time-to-triage during mass events
Churn among high-value guests
SLA breach during multilingual interaction

See solution in action See enterprise results

The Solution and Benefits

Flight cancellations, check-in issues, or last-minute changes trigger fast, context-aware support. Smile.CX prioritizes based on disruption, not just channel.

Answers that match urgency

From booking to rebooking, across carriers and partners, customers experience one orchestrated flow: no dropped handoffs, no repetition.

One journey, not fragmented steps

During disruption or high-stress travel moments, Smile.CX elevates human support with full visibility ensuring empathy scales without delay.

Service that stays human when stakes are high

Schedule shifts, service changes, or loyalty entitlements are communicated early. Guests don’t have to initiate every interaction.

Updates without asking

Whether through the app, kiosk, or contact center, customers encounter the same decisions, same priorities regardless of who owns the touchpoint.

Logic that stays consistent everywhere

Travel

Agentic AI for efficient post-sales support: multichannel, multilingual, and multibrand solutions for Travel-Tech.

Curious how this could transform your travel & hospitality sector operations?

See success story Explore more

5 months

to deploy a full digital student support system multichannel care launched mid-term — zero ops disruption.

+100%

Support interactions tracked and auditable CX data across chat, calls, and portals now visible in real time.

-X%

Drop in staff response time AI triage cut backlog — teams focused on high-value student needs.

Behind every smile,
there’s a great experience

We help you build the ones that matter.

Ask for a customized demo

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